Voicemail Sentiment Detection and Notification

ABSTRACT

A computer-implemented method for managing voicemails includes receiving, at an intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, a voicemail from a caller calling one of the first phone number and the second phone number. The sentiment of the voicemail can be identified using a method based on the number called. The voicemail and identified sentiment can be forwarded to the mobile device, and the mobile device can display an indication of the voicemail and the identified sentiment, for instance in a voicemail feed.

CROSS-REFERENCE TO RELATED APPLICATION(S)

This application claims priority under 35 U.S.C. §119(e) to U.S. Provisional Patent Application Ser. No. 62/184,174, “Communication Environment with Unified Communication Interfaces,” filed Jun. 24, 2015, which is incorporated herein by reference in its entirety.

BACKGROUND

1. Field of the Disclosure

This disclosure pertains in general to communications, and more specifically to voicemail management in a mobile phone communication environment enabling a unified communication interface for multiple phone numbers and contact groups within a single device.

2. Description of the Related Art

Mobile devices including smart phones and tablets have become ubiquitous. People use mobile devices for personal reasons to stay connected with family and friends, and also for business purposes. It is cumbersome to carry multiple mobile devices for different uses. Nevertheless, mobile devices are usually associated with one ID (e.g., a Subscriber Identity Module (SIM), an International Mobile Subscriber Identity (IMSI), an Electronic Serial Number (ESN), and the like), and are typically associated with one phone number. When using such devices for multiple purposes, it is complex to manage and track communications and costs, to safeguard secured or private communications, and to maintain work and life balance. Each individual typically has multiple phone numbers (e.g. office, mobile, home) for different purposes. As a result, communications between people are fragmented across multiple numbers.

SUMMARY

One embodiment of the computer-implemented method for managing incoming calls comprises receiving, at an intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, a request to receive an incoming call associated with a caller phone number. The request corresponds to the first phone number or the second phone number. In response to receiving the request to receive the incoming call, the intermediate server identifies a contact group associated with the request. The identified contact group comprises the first contact group in response to the received request corresponding to the first phone number, and the identified contact group comprises the second contact group in response to the received request corresponding to the second phone number. The intermediate server selects a notification based on the identified contact group, wherein the selected notification comprises a first notification in response to the identified contact group comprising the first contact group, and wherein the selected notification comprises a second notification in response to the identified contact group comprising the second contact group. The first notification is different from the second notification. The intermediate server modifies the request to receive an incoming call to include the selected notification and routes the modified request to the mobile phone.

One embodiment of a non-transitory computer-readable storage medium storing executable computer program instructions for managing incoming calls that, when executed by a hardware processor, performing steps comprising receiving, at an intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, a request to receive an incoming call associated with a caller phone number. The request corresponds to the first phone number or the second phone number. In response to receiving the request to receive the incoming call, the intermediate server identifies a contact group associated with the request. The identified contact group comprises the first contact group in response to the received request corresponding to the first phone number, and the identified contact group comprises the second contact group in response to the received request corresponding to the second phone number. The intermediate server selects a notification based on the identified contact group, wherein the selected notification comprises a first notification in response to the identified contact group comprising the first contact group, and wherein the selected notification comprises a second notification in response to the identified contact group comprising the second contact group. The first notification is different from the second notification. The intermediate server modifies the request to receive an incoming call to include the selected notification and routes the modified request to the mobile phone.

One embodiment of a system for managing incoming calls comprising an intermediate server communicatively coupled to a mobile phone associated with a first phone number and a second phone number. The intermediate server comprises a non-transitory computer-readable storage medium storing executable instructions and one or more hardware processors configured to execute the instructions to perform steps comprising receiving, at an intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, a request to receive an incoming call associated with a caller phone number. The request corresponds to the first phone number or the second phone number. In response to receiving the request to receive the incoming call, the intermediate server identifies a contact group associated with the request. The identified contact group comprises the first contact group in response to the received request corresponding to the first phone number, and the identified contact group comprises the second contact group in response to the received request corresponding to the second phone number. The intermediate server selects a notification based on the identified contact group, wherein the selected notification comprises a first notification in response to the identified contact group comprising the first contact group, and wherein the selected notification comprises a second notification in response to the identified contact group comprising the second contact group. The first notification is different from the second notification. The intermediate server modifies the request to receive an incoming call to include the selected notification and routes the modified request to the mobile phone.

One embodiment of the computer-implemented method for managing incoming calls comprises receiving, at an intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, a request to receive an incoming call associated with a caller phone number. The request corresponds to the first phone number or the second phone number. In response to receiving the request to receive the incoming call, the intermediate server identifies a contact group associated with the request. The identified contact group comprises the first contact group in response to the received request corresponding to the first phone number, and the identified contact group comprises the second contact group in response to the received request corresponding to the second phone number. The intermediate server selects a notification based on the phone number corresponding to the request, wherein the selected notification comprises a first notification in response to the identified contact group comprising the first contact group, and wherein the selected notification comprises a second notification in response to the identified contact group comprising the second contact group. The first notification is different from the second notification. The intermediate server modifies the request to receive an incoming call to include the selected notification and routes the modified request to the mobile phone.

The features and advantages described in the specification are not all inclusive and, in particular, many additional features and advantages will be apparent to one of ordinary skill in the art in view of the drawings and specification. Moreover, it should be noted that the language used in the specification has been principally selected for readability and instructional purposes, and may not have been selected to delineate or circumscribe the inventive subject matter.

BRIEF DESCRIPTION OF THE DRAWINGS

The teachings of the present disclosure can be readily understood by considering the following detailed description in conjunction with the accompanying drawings.

FIG. 1 is a high-level block diagram of a system for communications, according to one embodiment.

FIG. 2 is a block diagram illustrating an example unified communication service, according to one embodiment.

FIG. 3 illustrates a sequence diagram of an exemplary outgoing call, according to one embodiment.

FIG. 4 illustrates a sequence diagram of an exemplary incoming call management module, according to one embodiment.

FIG. 5 illustrates a sequence diagram of an exemplary voicemail management module 212, according to one embodiment.

FIG. 6 illustrates a sequence diagram of an exemplary text management module, according to one embodiment.

FIG. 7 illustrates a sequence diagram of an exemplary text management module, according to one embodiment.

FIG. 8 illustrates a sequence diagram of an exemplary text management module, according to one embodiment.

FIG. 9 illustrates a sequence diagram of an exemplary text management module, according to one embodiment.

FIG. 10 illustrates a sequence diagram of an exemplary billing management module, according to one embodiment.

FIG. 11 illustrates a voicemail feed for a mobile phone with indications of identified sentiment displayed in conjunction with each voicemail, according to one embodiment.

FIG. 12 illustrates a voicemail media player with indications of identified sentiment displayed in conjunction with each portion of a voicemail, according to one embodiment.

FIG. 13 illustrates a process of identifying a sentiment within a voicemail and notifying a user of a mobile device of the identified sentiment, according to one embodiment.

DETAILED DESCRIPTION

The Figures (FIG.) and the following description relate to various embodiments by way of illustration only. It should be noted that from the following discussion, alternative embodiments of the structures and methods disclosed herein will be readily recognized as viable alternatives that may be employed without departing from the principles discussed herein. Reference will now be made in detail to several embodiments, examples of which are illustrated in the accompanying figures. It is noted that wherever practicable similar or like reference numbers may be used in the figures and may indicate similar or like functionality.

Embodiments relate to unified communication interfaces that provide and manage communication services. A unified communication service provides communication services to one or more of the users that are complementary to the communication services provided by the service providers of the users. A unified communication service allows users to unify activities across different interfaces. A user may register and configure the service to receive various combinations of communication services provided by the unified communication service. A unified communication service stores and manages a user's contacts. A user's contact may be assigned to a contact group including contacts of the same type. The user may also create, edit, or manage a contact group including a set of contacts and the associated contact group settings. A unified communication service manages different types of communication services (e.g., calls, SMS, MMS, voicemails, etc.) based on the contacts. The unified communication service allows a user to configure and manage different billing policies and determine costs of various communications. In addition, the unified communication service manages privacy settings for various communication services; a user can make various communications private to other users. In addition, a unified communication interface may allow integration with business software or interfaces such as customer relationship management (CRM) systems.

FIG. 1 is a high-level block diagram of a system 100 for communications, according to one embodiment. The system 100 includes a network 110 and users 102 a-n. The user 102 a may communicate one or more of the users 102 b-n via a phone (or “cell phone” or “mobile device” hereinafter) associated with each user (not illustrated in the embodiment of FIG. 1). One or more of the users 102 b-102 n may be contacts of the user 102 a. A contact of the user 102 a is a person whose identity (e.g., name, phone number, social network ID) is known to the user 102 a. For example, a record of a contact's name as well as one or more phone numbers including cell phone number, work phone number, or home phone number may be associated and stored as a record on the cell phone of the user 102 a. The network 110 enables communications among the users 102 a-n. The network 110 can be a cellular network based on technologies or protocols such as a Global System for Mobile Communications (GSM), General Packet Radio Service (GPRS), Enhanced Data Rates for GSM Evolution (EDGE), Universal Mobile Telecommunications System (UMTS), Evolution-Data Optimized (EV-DO), Code Division Multiple Access (CDMA), Long Term Evolution (LTE), etc. The network 110 may be a wireless or a wired network. The network 110 can include links based on technologies including Ethernet, 802.11, worldwide interoperability for microwave access (WiMAX), 4G, digital subscriber line (DSL), asynchronous transfer mode (ATM), InfiniBand, PCI Express Advanced Switching, multiprotocol label switching (MPLS), the transmission control protocol/Internet protocol (TCP/IP), the User Datagram Protocol (UDP), the hypertext transport protocol (HTTP), the simple mail transfer protocol (SMTP), the file transfer protocol (FTP), etc.

The users 102 a-n (“users 102”) are connected to the network via their respective service providers 104 a-n (“service providers 104”). The service providers 104 provide services (e.g., radio spectrum allocation, network infrastructure, back haul infrastructure, billing, customer care, provisioning computer systems) to the users 102 to access the network 110. A service provider of the service providers 104 b-n may be the same as or different from the service provider 104 a, and may be in the same region as or at a different region from the service provider 104 a. For example, the service provider 104 a and the service provider 104 b are the same first local carrier in the U.S., the service provider 104 c is a different second local carrier in the U.S., and the service provider 104 n is a local carrier in France. As used herein, “service provider” refers to an entity that provides, through a combination of communicative hardware and software systems, a wireless communicative interface for use by a mobile device. Examples of service provides include AT&T, Verizon Wireless, Sprint, T-Mobile, and the like.

The unified communication service 106 provides communication services to one or more of the users 102 that are complementary to the communication services provided by the service providers 104. For example, the unified communication service 106 can manage the communications among the users 102. A user may register with the unified communication service 106 and can select or subscribe to various communication services provided by the unified communication service 106 through a platform or interface provided by the unified communication service 106. For example, the unified communication service 106 can manage a user's contacts by associating each contact with a particular set or group of contacts, can manage outgoing and incoming calls for an associated device, can manage short message services (SMSs) and multimedia message services (MMSs), can provide voicemail services, can manage billing policies and device/communication service usage, can manage privacy policies for a user, etc. The user may access the unified communication service 106 via a user interface, a website, or an application installed on a device (e.g., a mobile device such as a cellphone, a smart phone, a tablet, or a laptop; a wearable device such as a watch or a glass; a laptop or a desktop; or a vehicle such as a car). The unified communication service 106 is described in great detail in conjunction with FIG. 2. It should be noted that in some embodiments, the unified communication service 106 is implemented by one or more service providers 104, for instance in hardware, software, or both controlled by a service provider 104 and configured to perform the functionalities described herein.

FIG. 2 is a block diagram illustrating an example unified communication service 106, according to one embodiment. The unified communication service 106 includes specialized communication hardware configured to perform the communication services described herein. The unified communication service 106 also includes a computing system with a hardware processor adapted to execute computer modules for providing the functionality described herein. As used herein, the term “module” refers to computer program instruction and other logic for providing a specified functionality. A module can be implemented in hardware, firmware, and/or software. A module can include one or more processes, and/or be provided by only part of a process. A module is typically stored on a storage device, loaded into a memory, and executed by a processor. The illustrated unified communication service 106 includes a user management module 202, a user and contact store 204, a contact management module 206, an outgoing call management module 208, an inbound call management module 210, a voicemail management module 212, a text management module 214, a billing management module 216, a privacy management module 218, a billing account store 220, a home number management module 222, and a business integration module 224. Those of skill in the art will recognize that other embodiments can have different and/or other modules than the ones described here, and that the functionalities can be distributed among the modules in a different manner. As described herein, a user may be an individual or an entity.

The unified communication service 106 allows users to unify activities across different interfaces. For example, applications installed on a user's device and a user's web activities over a browser can be accessed via the unified communication service 106. Different mediums of communications (e.g., calls, text messages, emails, etc.) with different contacts are organized by contact identity rather than phone numbers or addresses. All activities in the network are managed and accessed by the unified communication service 106. For example, the unified communication service 106 may provide a threaded view per contact showing all activities with that contact over all activity mediums that go through the network 110 regardless of the device used by the contact or the medium through which the activity occurs. For example, a user may call a contact (Tom), may receive a voicemail from Tom, and may receive text messages from Tom from the user's web browser all within the unified communications service 106 that shows all the above-mentioned communications with Tom regardless of which device the user or Tom uses. The unified communication service 106 may provide a single threaded view that integrates communications of different mediums such as calls (to/from one or more phone numbers), messaging (text or instant messaging), voicemail, email, communications within apps, or any other suitable type of interaction. Accordingly, the unified communication service 106 can provide one continuous thread where a user can access all communication activities with a contact. The user can switch between on/off filters in the view of the threaded communications to include/exclude certain mediums. When a contact uses different numbers, that is, when a contact is associated with multiple numbers, the unified communication service 106 allows a user to merge different threads of communications with this contact into one single thread or to keep them apart (for instance, interactions associated with a personal phone number can be kept within a “personal” unified communication thread, and interactions associated with a work phone number can be kept within a “work” unified communication thread).

The unified communication service 106 allows a user to manage when the user or associated users (e.g., employees of a company) can receive communication services associated with one or more particular numbers. For example, the unified communication service 106 may provide a do not disturb user interface via which the user can set according to the day and hour (e.g., DND for Work Number activates at 7 pm each day and deactivates at 8 am). The unified communication service adjusts the time for changes in time zone. As one example, a company can set active hours for business communications (e.g., phone calls, text messages, etc. from and to business numbers, emails from and to business email addresses) for selected employees and limit overtime wages.

The user management module 202 allows a user to manage communication services, and creates, manages, and stores user information in the user and contact store 204. The user management module 202 may provide an interface for a user to register, select, and manage communication services provided by the unified communication service 106. For example, the user may register to receive communication services provided by the unified communication interface via a website, where the user creates an account. The user may register by activating a user application of the unified communication service 106 and creating an account thereafter. In some embodiments, the user application may be preinstalled on the device or integrated with the firmware of the device. The user management module 202 creates a unified communication ID for the user when the user registers and associates the unified communication ID with the user and stores such association in the user and contact store 204. The unified communication ID may be linked to one or more phone numbers and may be associated with one or more devices the user selects to receive communication services. The mobile phone that the user registers with the unified communication service 106 has a phone number with the region code (e.g., country code, and/or area code) associated with the device ID (e.g., Subscriber Identity Module (SIM), International Mobile Subscriber Identity (IMSI), Electronic Serial Number (ESN), or other unique identifier associated with the device hardware).

In addition, the user can opt to link the mobile phone with the unified communication ID and the unified communication service 106, which in turn can associate the mobile phone with a virtual device ID (a unique identifier assigned to the mobile phone by the unified communication service 106). The communication service 106 can then associate the mobile phone with a second phone number associated with the virtual device ID. As such, the user's mobile phone is linked with two phone numbers—a first number associated with the device ID and a second number associated with the virtual device ID or unified communication ID. The user may associate multiple devices with his or her account and a unified communication ID may be associated with multiple devices associated with the user's account. The user may further associate his or her accounts at social network services, messaging services, and the like with the account at the unified communication service 106 and/or the unified communication ID. In one embodiment, a user's phone is linked to a work number associated with a virtual device ID or unified communication ID and a personal number associated with the device ID. In another embodiment, a user's phone is linked to a personal number associated with a virtual device ID or unified communication ID and a work number associated with the device ID. In some embodiments, a user's phone is linked to a set of work numbers and a set of personal numbers.

A user may customize the user's account to receive various combinations of communication services received provided by the unified communication service 106. For example, the user may select voice call services, video call services, SMS services, MMS services, voicemail services, caller ID services, billing services, privacy services, or any combination thereof from the communication services provided by the unified communication service 106. The user and contact store 204 stores information associated with the user, such as the user's account ID, the unified communication ID, the virtual device ID, registered devices including associated information (e.g., device IDs, device models, service providers, etc.), one or more devices associated with the unified communication ID or virtual device ID, voicemail boxes and associated passwords, voicemail greeting messages, billing accounts (e.g., corporate, personal), the user's personal information (e.g., birthday, home address, work address, etc.), the user's accounts at social network services, the user's accounts at messaging services, the user's contacts and associated information (e.g., a contact's name(s), the contact's phone number(s) (e.g., home phone number, cellphone number, work phone number), the contact's type (e.g., business, friends, family, or acquaintance), the contact's company, the contact's department, the contact's email, the contact's social network profiles, the contact's instant messaging IDs, the contact's chat tool IDs, a call alert type (e.g., ringtone, volume, vibration, mute, or any combination thereof) associated with one of the contact's phone number(s), a SMS alert type (ringtone, volume, vibration, mute, or any combination thereof) associated with one of the contact's phone number(s), an alert type (ringtone, volume, vibration, mute, or any combination thereof) associated with one of the contact's social network update, an instant messaging alert type (ringtone, volume, vibration, mute, or any combination thereof) associated with receiving a type of instant message from the contact, an alert type (ringtone, volume, vibration, mute, or any combination thereof) associated with receiving a type of chat message from the contact, an alert type (ringtone, volume, vibration, mute, or any combination thereof) associated with receiving a voicemail from the contact, a contact's group (e.g., business, work, friends, family, or acquaintance), or whether or not a contact is blocked.) In addition, the user and contact store 204 can store one or more contact groups or sets of contacts, for instance a set of personal contacts and a set of work contacts. Ringtones can be selected from the device's native ringtones.

In some embodiments, information associated with the user and stored by the user and contact store 204 may further include subsidiary user accounts and associated information. For example, an entity's account may be stored with employee accounts that are subsidiary to the entity's account, or a parent's account may be stored with children's accounts that are subsidiary to the parent's account. A user may activate or deactivate a subsidiary account via the user management module 202. For example, the user may grant the subsidiary a license to register and use communication services provided by the unified communication service 106 and selected by the user. Under the license, a subsidiary account may be prohibited from registering and using some communication services provided by the unified communication service 106. When a user deactivates a subsidiary account, the license is revoked. The user may track, monitor, and manage subsidiary accounts. In one embodiment, a business may activate a subsidiary account for each of a set of employees, enabling the employees to access services provided by the unified communication service 106 and paid for/managed by the business.

The contact management module 206 manages a user's contacts stored in the user and contact store 204. When a user registers a device with the unified communication service 106, the contact management module 206 may recognize the user's contacts stored on the device. The user's contacts on the device but not associated with the user and stored in the user and contact store 204 can be copied from the device, associated with the user and stored in the user and contact store 204. The contact management module 206 may reconcile different contact information stored in the user and contact store 204 and on the device for the same contact and update the contact information accordingly stored in the user and contact store 204 or on the device. In some embodiments, the contact management module 204 may synchronize contacts of a user among devices registered and/or selected by the user. The contact management module may provide a user interface through which a user may create, edit, or manage a contact record storing a contact's information.

A user may also create, edit, or manage a contact group including a set of contacts and the associated contact group settings. Contacts of a contact group have the same contact type. In some embodiments, a contact can be only assigned to one contact group. In some embodiments, a contact can be assigned to multiple contact groups. Example contact groups include business contacts, personal contacts, family contacts, friend contacts, contacts of a geographic region, etc. A user may associate various device IDs, virtual device IDs, and/or phone numbers of the user with different contact groups. In the aforementioned example of a user linking two numbers with the user's mobile phone, the user may associate one number with a first contact group (e.g., business) and the other number with a second contact group (e.g., personal). A user may configure and apply a contact group setting to a group such as: an alert type (ringtone, volume, vibration, mute, or any combination thereof) for receiving voice calls, video calls, SMSs, MMSs, social network updates, instant messages, chat messages, or voicemails from a contact group; a frequency of receiving alerts associated with a contact group; whether or not to enable caller ID function for outgoing calls and a phone number associated with the mobile device to display to the receiving contact based on the contact group to which the receiving contact belongs; whether or not to enable caller ID for incoming calls from a contact and an indication within the caller ID of the contact group to which the contact belongs; whether or not to block communications from contacts within a contact group such that all incoming voice calls, video calls, SMSs, MMSs, social network updates, instant messages, chat messages, and voicemails, from the contact group cannot be completed, or a voicemail greeting message played to a contact based on the contact group to which the contact belongs. For example, a user may set a first ringtone for business contacts and a second ringtone for personal contacts, enabling the user to identify the contact group to which a contact calling the user belongs. Likewise, a user may select a “whisper” signal such that, when a user has answered a first call and receives a second call or a text message, the user is alerted to the received second call or text message by a soft audio signal that otherwise doesn't detract from the first call. For the purposes of simplicity, the remainder of the description herein will reference a mobile device associated with two phone numbers, a first associated with a personal contact group and a second associated with a business contact group.

Contacts can be classified as “personal” or “work” (and accordingly, assigned to the personal contact group or the work group) via the contact management module 206 in a number of ways. For instance, for an incoming call, if a contact calls the user's work phone number or personal phone number, the contact can be classified as a “work contact” or a “personal contact”, respectively. If a user corresponds with a contact using his or her work or personal email address, the contact can be classified as a “work contact” or a “personal contact”, respectively. For outgoing calls, a user can be prompted to press a button, provide a code, or speak a command after dialing an unknown contact's number in order to classify the contact's number as work or personal. For example, a user can be prompted to press “1” to classify a contact as a personal contact, and to press “2” to classify the contact as a work contact. In some embodiments, upon dialing an unknown contact's phone number, the contact management module 206 can query a user's personal contacts or work contacts to determine if a personal contact or work contact has previously dialed the phone number and, in response to such a determination, can classify the unknown contact as a personal or work contact, respectively.

Periodically (e.g., every week or every day), the contact management module 206 can provide a user 102 a with a list of prospective contacts that has corresponded with the user 102 a from their personal or work email addresses. The contact management module 206 determines whether the email address used by the user 102 a for correspondence with each prospective contact is a personal or work address and classifies the contact based on the address used by the user 102 a. The contact management module 206 does not recommend a contact to a user for classification when an email from a contact is deleted by the user 102 a, either unopened or opened but with no further action taken. When a contact uses more than one address to correspond with the contact 102 a, the contact management module 206 can use the last address used or the address used for a majority of correspondence as the basis for the assignment. The contact management module 206 can identify phone number sequences included in signature blocks in emails and can include these numbers in the prospective contact's record. The contact management module 206 can check whether a user 102 a has called or received a call from the prospective contact. When a contact is already stored in user's contacts but is not assigned as a personal or work contact, the CSF classifies the contact based on the email address used in correspondence.

The contact management module 206 presents the analysis results of the prospective users to the user 102 a. The user 102 a may reject or change the classification of a prospective contact. When a user accepts a prospective contact, the contact management module 206 adds the contact to the user's contacts stored in the user and contact store 204 and/or the user's contact list stored in the user's device. The contact management module 206 also stores the contact group classification (e.g., a work contact or a personal contact) of the contact. In some embodiments, a user's contact group (e.g., work contacts, personal contacts) may be shared with one or more other users who are in the same group (e.g., a company group, a family group). The unified communication service 106 displays associated contact information for inbound calls to a main or any individual number to the user 102 a.

In some embodiments, upon dialing an unknown contact's phone number, the contact management module 206 queries a user's contact database or social media account to determine if the unknown contact's phone number is associated with a contact within the contact database (such as a personal or work email account's address book) or social media/social network account, and if so, determines if the contact within the contact database or social media/social network account is a work contact or a personal contact. For example, if a contact is associated with an email account with a domain name associated with a user's employer, the contact can be classified as a work contact, and if a contact is associated with a “family relationship” in a social network, the contact can be classified as a personal contact. It should be noted that upon registering with the unified communication service 106, the contact management module 206 can query the user's contact database, social media account, or social network account in advance to classify potential contacts as work contacts and personal contacts, such that when the user calls a unknown contact number, the contact management module 206 can identify a pre-classified contact associated with the unknown contact number, and can classify the unknown contact based on the pre-classification. Furthermore, the contact management module 206 creates a draft contact record including the number and any information it has found for this contact. The contact management module 206 may store the created draft contact record and enable a user to approve or decline this contact as well as to edit or add the information for this contact.

In some embodiments, a user can select one of a work contact and a personal contact as a default setting such that when the user calls new contacts, the new contact is classified according to the select default classification. Classified contacts can be subsequently reclassified by the user, for instance via an interface presented by the contact management module 206, or by entering a code or pressing a particular button after dialing the contact's phone number.

The outgoing call management module 208 manages outgoing calls including voice calls or video calls. The outgoing call management module 208 may provide an interface where a user may place an outgoing call. The interface may request the user to select a phone number associated with a mobile device of the user from which a call should be initiated and prepares the call using the selected number. For example, the outgoing call management module 208 may ask the user to speak or press one to call a recipient from the phone number associated with the business contact group or to speak or press two to call a recipient from the phone number associated with the personal contact group. The user may also call a recipient from the device's native call interface and the outgoing call management module 208 manages the call according to the contact type of the recipient, thus enabling a user to make a call with one of two phone numbers based on the contact type without requiring a modification to the user's mobile device. The contact type of the recipient may be determined by looking up the phone number associated with the recipient that the user calls in the user and contact store 204. The phone number of the user associated with the contact group to which the recipient belongs may be used to call the recipient. When the number selected by the user and the number associated with the contact group to which the recipient belongs conflict, the outgoing call management module 208 confirms with the user which number to use. The user's call is routed to the recipient with caller ID information identifying the phone number of the user used to make the call, beneficially enabling a user to prevent, for example, business contacts form seeing a phone number of the user associated with the personal contact group and vice versa.

When the recipient's phone number is unknown, the outgoing call management module 208 asks the user to select a phone number of the user to use for making the call. The user has the ability to turn this prompt on and off and to select a default number to use for unknown phone numbers, in both cases with a single touch. A contact record may be created and stored for the recipient and the recipient's number, and the recipient's contact type can be determined according to the phone number from which the user calls the recipient. For example, if a user calls a contact for a first time using the business phone number associated with the user, the contact and associated contact information can be stored as a business group contact within the user and contact store 204. In addition, the contact management module 206 creates a draft contact including the recipient's phone number and any information it has found for this contact. The contact management module 206 may store the created draft contact and enable a user to approve or decline this contact as well as to edit or add the information for this contact. The outgoing call management module 208 manages the outgoing call according to any user settings such as a setting associated with a contact group to which a call recipient belongs. In some embodiments, when the recipient does not answer, the outgoing call management module 208 may remind the user to call back the recipient after a predetermined time period. The predetermined time period may be specified by the user or according to the contact type of the recipient.

FIG. 3 illustrates a sequence diagram of an exemplary outgoing call, according to one embodiment. A user Bob 102 a calls 302 a recipient Alice 102 b from his cellphone, which is linked to two numbers including a work phone number and a personal phone number. Bob 102 a makes the call from an interface provided by the unified communication service 106 or the native dialer of his cellphone. Bob's cellphone service provider Rabbit 104 a routes 304 Bob's call to Alice to the unified communication service 106. Rabbit 104 a routes 304 the call according to various communication protocols, for example, Session Initiation Protocol (“SIP”). The unified communication service 106 (via, for example, the outgoing call management module 208), identifies or classifies 306 the contact type of Alice, for example, as business or personal. The unified communication service 106 assigns 308 a caller ID to the call based on the determined contact type. For example, Bob's work phone number should be used when Alice is determined to be a business contact and Bob's personal phone number should be used when Alice is determined to be a personal contact. The unified communication service 106 provides 310 the caller ID to Rabbit 104 a, for example, by routing the call with the caller ID back to the Rabbit 104 a. Rabbit 104 a routes 312 the call with the caller ID to Alice's service provider Giant 104 b. Giant 104 b routes 314 the call with the caller ID to Alice 102 b. When Alice answers, the call between Bob and Alice is set up involving a segment 316 between Giant 104 b and Alice 102 b, a segment between Giant 104 b and Rabbit 104 a, and a segment between Rabbit 104 a and Bob 102 a, according to various communication protocols. After the call is set up, Bob's and Alice's voice and/or images are communicated between Bob and Alice via Rabbit 104 a, the unified communication service 106, and/or Giant 104 b, according to various communication protocols. It should be noted that although the examples in this and the following figures are described in terms of a business contact group and a personal contact group, the functionalities described in the examples applies equally to any other sets of contact groups, such as local and international groups.

Referring back to FIG. 2, the incoming call management module 210 manages incoming calls including voice calls or video calls. The incoming call management module 210 may determine a call setting according to the caller's number. For example, the incoming call management module 210 determines whether or not the user should be notified and how the user should be notified according to the caller. The incoming call management module 210 may provide an interface where a user may answer an incoming call. The interface may provide and request the user to respond (e.g., answer, reject, ignore, mute, or block) to the incoming call by selecting or speaking a corresponding action. The user may also respond to an incoming call from the device's native call interface and the incoming call management module 210 manages the call according to the caller. In one embodiment, the incoming call management module 210 allows a user to block all incoming calls from unknown numbers.

The phone number of the user associated with the contact group to which the caller belongs or the contact type of the caller may be used to determine whether or not a call should be routed and how the user should be notified. The incoming call management module 210 may determine the contact type of the caller by looking up the caller's phone number from the user and contact store 204. Settings associated with that caller or contact group may be determined similarly. For example, a call should not be routed to the user when the caller, or the contact group of the caller, is blocked by the user at the time when the user is being called. Notification settings including ringtone, volume, vibration mode and level, response actions (e.g., answer, reject, mute, or respond by text messages, instant messages, chats, or emails), user interfaces, or call back reminders, may be determined according to the contact type and any settings associated with the caller, contact type, and/or contact group. Additional devices to alert the user and associated notification settings may be determined similarly.

When the caller's number is unknown, the incoming call management module 210 may notify the user via a user interface for unknown numbers, which in turn may enable the user to classify the caller as a work contact or a personal contact. A contact record for the caller may be created and stored within the user and contact store 204 based on the selection of a contact group for the caller by the user. The caller's contact type can be determined according to the user's number that the caller has called. For instance, if the caller calls the phone number of the user associated with the business contact group, the caller can be classified as a business group contact. The incoming call management module 210 manages an incoming call according to any user setting such as a contact group's setting that is applicable to the caller. In some embodiments, when the user does not answer, the incoming call management module 210 may, based on the contact group associated with the caller, remind the user to call back the caller after a predetermined time period or respond by text messages, emails, instant messages, or chat messages. Content of the text messages, emails, instant messages, or chat messages may be communicated to the user according to the contact type of the caller.

FIG. 4 illustrates a sequence diagram of an exemplary incoming call management module 210, according to one embodiment. Bob's phone connects 402 with the service provider Rabbit 104 a. A caller Alice 102 calls 404 Bob by dialing Bob's phone number, and Alice's service provider Giant 104 b routes 406 Alice's call to Bob's service provider Rabbit 104 a. Rabbit routes 408 the call to the unified communication interface 106. The unified communication service 106, for example, the incoming call management module 210, identifies or classifies 410 the contact type of Alice as business or personal (for instance, based on whether Alice call Bob's business number of personal number). The unified communication service 106 determines 412 a call setting based on the determined contact type. Whether or not Bob should be notified at Bob's phone associated with the number that Alice called, how to notify Bob on Bob's phone, whether there are other device(s) additional to Bob's phone, and how to notify Bob on those devices is determined based on the determined contact type. For example, a first ringtone should be used when Alice is determined to be a business contact and a second ringtone should be used when Alice is determined to be a personal contact. The unified communication service 106 routes 414 the call with the call setting to Rabbit 104 a (or with the identified contact type), which routes 418 the call with the call setting to Bob 102 a at his phone. The unified communication service 106 may route 416 the call with the call setting to Bob at other devices determined. When Bob answers his phone, the call between Bob and Alice is set up involving a segment 410 between Bob 102 a and Rabbit 104 a, a segment 422 between Rabbit 104 a and Giant 104 b, and a segment between Giant 104 b and Alice 102 b. After the call is set up, Bob's and Alice's voice and/or images are related between Bob and Alice via Rabbit 104 a, the unified communication service 106, and/or Giant 104 b, according to various communication protocols. In some embodiments, Bob's device receives the call from Alice, identifies a contact group associated with Alice (for instance based on a contact type received from the unified communication service 106, or based on contact groups stored locally at Bob's device), and alerts Bob to the call based on the identified contact group (for instance, using a vibration pattern for a business contact and a particular ringtone for a personal contact).

Referring back to FIG. 2, the voicemail management module 212 manages voicemails for unanswered (e.g., missed or rejected) incoming calls including voice calls or video calls. The voicemail management module 212 may determine a voicemail setting according to the caller's contact type. For example, the voicemail management module 212 determines whether or not the user should be notified and how the user should be notified according to the contact type. The voicemail management module 212 may provide an interface where a user may create, edit, and manage voicemail greeting messages and where the user may review a voicemail message. The interface may provide and request the user to respond (e.g., review, forward, ignore, delete, remind later, or block) to a voicemail message by selecting or speaking a corresponding action. The user may also respond to a voicemail message from the device's native call interface and the voicemail management module 212 manages the call according to the caller's contact type.

The number associated with the contact group to which the caller belongs or the contact type of the caller may be used to determine whether or not and how the caller can leave a voicemail as well as whether or not and how a user should be notified. The voicemail management module 210 may determine the contact type of the caller and settings associated with the caller by looking up the caller's phone number from the user and contact store 204. For example, a professional voicemail greeting message can be used when the caller is a business contact and a casual voicemail greeting message can be used when the caller is a personal contact.

Notification settings including ringtone, volume, vibration including mode and level, response actions (e.g., review, forward, delete, remind later, or respond by text messages, instant messages, chats, or emails), user interfaces, or call back reminders, may be determined according to the contact type and any settings associated with the caller, contact type, and/or contact group. In some embodiments, a notification setting includes generating a transcription of a voicemail, and sending the transcription to a user by email or SMS message. In some embodiments, a notification setting includes converting a voicemail message to an MMS message with a transcription and audio attachment (for instance, in the MP3 format), beneficially enabling a user to reply via SMS message instead of requiring the user to listen to the voicemail and respond via a voicemail or dialer interface. In some embodiments, a user is notified by sending a notification via a mobile phone application. Additional devices or ways to alert the user and associated notification settings may be determined similarly.

When the caller's number is unknown, the voicemail management module 212 may determine whether or not a caller can leave a voicemail and can select a voicemail greeting message. A contact record may be created and stored for the user to store the caller and the caller's number. The caller's contact type can be determined according to the user's number that the caller has called. The voicemail management module 212 manages a voicemail message according to any user's setting such as a contact group's setting that is applicable to the caller. In some embodiments, the voicemail management module 212 may remind the user to call back the caller after a predetermined time period or respond by text messages, emails, instant messages, or chat messages. The predetermined time period may be specified by the user or according to the contact type of the caller.

FIG. 5 illustrates a sequence diagram of an exemplary voicemail management module 212, according to one embodiment. Bob's phone connects 502 with the service provider Rabbit 104 a. A caller Alice 102 b calls 504 Bob by dialing a phone number associated with Bob's, and Alice's service provider Giant 104 b routes 506 Alice's call to Bob's service provider Rabbit 104 a. Rabbit 104 a routes 508 the call to the unified communication interface 106. If upon ringing Bob's phone (as shown in FIG. 4), Bob doesn't answer the phone after a predetermined amount of time (or if Bob elects to forward the call immediately to voicemail), the unified communication service 106, for example, the voicemail management module 212 determines 512 a voicemail setting based on the determined contact type associated with the call. Whether or not the voicemail box should be activated, which voicemail greeting message, whether Bob should be notified at Bob's phone associated with the voicemail left by Alice, how to notify Bob on Bob's phone, whether there are other device(s) additional to Bob's phone, and/or how to notify Bob on those devices are determined based on the determined contact type. For example, a first greeting message should be used when Alice is determined to be a business contact and a second greeting message should be used when Alice is determined to be a personal contact. The unified communication service 106 routes 514 the call with the voicemail setting to Rabbit 104 a, which routes 516 the call with the voicemail setting to Bob 102 a at his phone. When Bob fails to answer his phone, Rabbit 104 a notifies the unified communication service 106 that the call is failed, and the unified communication service 106 terminates 520 the call and initiates to set up a voicemail. The unified communication service 106 routes 522 the voicemail setup instruction with the voicemail setting to Rabbit 104 a, which routes 524 the voicemail setup instruction with the voicemail setting to Giant 104 b, which routes 526 the voicemail setup instruction with the voicemail setting to Alice 526. Alice leaves 528 a voicemail, which the unified communication service 106 may notify Bob 102 a according to the determined voicemail setting. In some embodiments, when Bob's phone is not connected with Rabbit 104 a, Rabbit 104 a cannot find Bob's phone and notifies the unified communication service 106 that call to Bob has failed.

The text management module 214 manages outgoing and incoming text messages including SMSs and MMSs. The text management module 214 may manage outgoing and incoming text messages according to the recipient and the sender, respectively. For example, the text management module may determine a number from which to send a text message according to the recipient. The text management module 214 may determine a text message setting according to the text message sender's number. For example, the text management module 214 determines whether or not the user should be notified and how the user should be notified according to the text message sender. The text message module 214 may provide an interface where a user may edit and send a text message as well as review and respond to a text message. For outgoing text messages, the interface may request the user to select a number from which to send a text message. The user may also send a text message to a recipient from the device's native text message interface and the text management module 214 manages the text message according to the contact type of the recipient. The contact type of the recipient may be determined by looking up the number the user texts in the user and contact store 204. The number of the user associated with the contact group to which the recipient belongs or the contact type of the contact may be used to text the recipient. When the number selected by the user and the number associated with the contact group to which the recipient belongs conflict, the text management module 214 confirms with the user which number to use. The user's text message or a push notification on is routed to the recipient with the caller ID unless the caller ID is otherwise disabled by the user.

When the recipient's number is unknown, the text management module 214 prompts the user to determine a number to use for sending a text message. The text management module 214 temporarily stores the sent SMS and replies via SMS to the user requesting whether to treat the recipient as a business contact or a personal contact. This SMS conversation happens between the text management module 214 and the user to determine which contact group to use and should be completed within a specific time period (30 seconds for example) or the original SMS will be sent with the default contact group. The user can turn this prompt on and off, and can also set a number to use as a default for unknown numbers. A contact record may be created and stored for the user to store the recipient and the recipient's number, during which process, the recipient's contact type can be determined according to the number from which the user texts the recipient. The recipient may be assigned to a contact group according to the number from which the user texts the recipient. The outgoing call management module 208 manages the outgoing call according to any user's setting such as a contact group's setting that is applicable to the recipient.

For incoming text messages, the interface may provide and request the user to respond (e.g., retrieve, review, reply, delete, forward, or send read receipts) to an incoming text message by selecting or speaking a corresponding action. The user may also respond to an incoming text message from the device's native text message interface and the text management module 214 manages the text message according to the caller. The text management module 214 may determine a text message setting according to the sender's number or contact type. For example, the text management module 214 determines whether or not the user should be notified and how the user should be notified according to the sender's contact type. The number associated with the contact group to which the sender belongs or the contact type of the sender may be used to determine whether or not the sender's text message should be routed and whether or not and how a user should be notified are determined by the contact type of the sender and any settings associated with that sender. The text management module 214 may determine the contact type of the sender by looking up the sender's phone number from the user and contact store 204, or by determining whether the sender texted the user's phone number associated with the business contact group or the personal contact group. Settings associated with that sender may be determined similarly. Notification settings including ringtone, volume, vibration including mode and level, response actions (e.g., review, forward, delete, remind later, send read receipts, or respond by text messages, instant messages, chats, or emails), or user interfaces, may be determined according to the contact type and any settings associated with the sender, contact type, and/or contact group. Additional devices or ways to alert the user and associated notification settings may be determined similarly.

When the sender's number is unknown, the text management module 214 may notify the user via a user interface for unknown numbers. A contact record may be created and stored for the user to store the sender and the sender's number. The sender's contact type can be determined according to the user's number to which the sender sends a text message. The text management module 214 manages an incoming text message according to any user's setting such as a contact group's setting that is applicable to the caller. In some embodiments, when the user does not reply, the text management module 214 may remind the user to respond to the sender after a predetermined time period and/or responding by calls, text messages, emails, instant messages, or chat messages. The predetermined time period may be specified by the user or according to the contact type of the sender. Content of the text messages, emails, instant messages, or chat messages may be specified by the user or according to the contact type of the sender.

In some embodiments, the text management module 214 can route text messages differently based on the classification of a contact. For instance, for text messages sent to and received from personal contacts, the text management module 214 can route the text messages directly to and from a user's device (via the device's native text messaging applications) without routing the text messages through or exposing the text messages to the user's employer. Similarly, for text messages sent to and received from work contacts, the text management module 214 can route such text messages through the employer's servers or through an application at the unified communication service 106. In such embodiments, a user's employer can incorporate such text messages into customer relationship management (“CRM”) processes, enabling the user's employer to potentially access such text messages, for instance for the purpose of creating business records or documents, for communication management purposes, for enabling customer support of the user, and the like. In some embodiments, an application associated with the unified communication service 106 can run on the user's device, and can directly receive such text messages. In these embodiments, the application can notify the user of a new text message from a work contact (beneficially enabling the user to identify when a text message from a work contact is received), and can route the text message to the device's native messaging application, enabling the user to access text messages from both personal contacts and work contacts within the same interface.

In some cases (for instance, where a user's device is an IPHONE®), the text management module 214 may route text messages via a device-specific messaging server (such as iMessage) when both the sender device and recipient devices are determined to be IPHONES®. The text management module 214 may only allow text messages being routed via iMessage when the recipient is a personal contact of the sender's. The text message module 214 may prevent text messages from being routed via iMessage when the recipient is a business contact of the sender's. This is because iMessage is a private communication channel and best suited for personal communication. Messages exchanged with contacts in the business group are only routed via the unified communication service 106, and messages exchanged with contacts in the personal group are routed via the unified communication service 106 as well as, optionally, a native interface (e.g., iMessage). As such, the unified communication service 106 may integrate business processes to exchange messages with business contacts. For example, in some embodiments, the unified communication service 106 allows using business processes such as CRM to exchange messages with business contacts. In some embodiments, the unified communication service 106 delivers messages exchanged with contacts as data but free of data roaming charges. For example, for users who are on a roaming network, the unified communication service 106 may allow communication to this business message delivery mechanism free of roaming charges by allowing data communications with those servers when the user is in the roaming network even if the user has turned off data roaming, provided the user has not also turned off voice and SMS roaming.

FIG. 6 illustrates a sequence diagram of an exemplary text management module 214, according to one embodiment. A user Bob 102 a sends 602 a SMS to a recipient Alice 102 b from his cellphone which is linked to two numbers including a work phone number and a personal phone number. Bob 102 a sends the SMS from an interface provided by the unified communication service 106 or the native messaging interface of his cellphone. Bob's cellphone service provider Rabbit 104 a routes 604 Bob's SMS to Alice to the unified communication service 106. Rabbit 104 a routes 604 the SMS to the unified communication service 106 according to various communication protocols, for example, Short Message Peer-to-Peer (“SMPP”). The SMS may be routed to a Short Message Service Center (“SMSC”) provided by the unified communication service 106. The unified communication service 106, for example, the text management module, identifies or classifies 606 the contact type of Alice, for example, as business or personal. The unified communication service 106 assigns 608 a caller ID based on the determined contact type. For example, Bob's work phone number should be used when Alice is determined to be a business contact and Bob's personal phone number should be used when Alice is determined to be a personal contact. The unified communication service 106 routes 610 the SMS with the caller ID to Rabbit 104 a. Rabbit 104 a routes 612 the SMS with the caller ID to Alice's service provider Giant 104 b. Giant 104 b delivers the SMS with the caller ID to Alice 102 b. It should be noted that in some embodiments, the unified communication service 106 routes the SMS with the caller ID directly to Giant 104 b (without first routing through Rabbit 104 a). Similarly, the unified communication service 106 can route the SMS with the caller ID to a different service provider, or to a 3^(rd) party messaging service that in turn forwards the message to Alice 102 b.

FIG. 7 illustrates a sequence diagram of an exemplary text management module 214, according to one embodiment. A sender Alice 102 b sends 702 an SMS to Bob at Bob's phone number, and Alice's service provider Giant 104 b routes 704 the SMS to Bob's service provider Rabbit 104 a. Rabbit 104 a routes 706 the SMS to the unified communication interface 106, according to various communication protocols, for example, Short Message Peer-to-Peer (“SMPP”). The SMS may be routed to a Short Message Service Center (“SMSC”) provided by the unified communication service 106. The unified communication service 106, for example, the text management module 214 identifies or classifies 708 the contact type of Alice, for example based on whether Alice sent a message to Bob's work phone number or home phone number. The unified communication service 106 determines 710 an SMS setting based on the determined contact type. Whether or not the SMS should be routed to Bob, whether Bob should be notified at Bob's phone, how to notify Bob on Bob's phone, whether there are other device(s) additional to Bob's phone and how to notify Bob on those devices are determined based on the type of contact of Alice. The unified communication service 106 routes 712 the SMS with the SMS setting to Rabbit 104 a, which routes 714 the SMS with the SMS setting to Bob 102 a at his phone. When Bob's phone is offline, Rabbit 104 a may try to deliver the SMS to Bob for a predetermined time period, after which Rabbit 104 a may notify the unified communication service 106 that delivering the SMS to Bob has failed.

FIG. 8 illustrates a sequence diagram of an exemplary text management module 214, according to one embodiment. A user Bob 102 a sends 802 a MMS to a recipient Alice 102 b from his cellphone which is linked to two numbers including a work phone number and a personal phone number. Bob 102 a sends the MMS from an interface provided by the unified communication service 106 or the native dialer of his cellphone. Bob's cellphone service provider Rabbit 104 a routes 804 Bob's MMS to Alice notification with headers to the unified communication service 106. The unified communication service 106, for example, the text management module, identifies or classifies 806 the contact type of Alice, for example, as business or personal. The unified communication service 106 assigns 808 a caller ID based on the determined contact type and updates the MMS notification header with the caller ID. For example, Bob's work phone number should be used when Alice is determined to be a business contact and Bob's personal phone number should be used when Alice is determined to be a personal contact. The unified communication service 106 provides 810 the MMS notification with the updated header to Rabbit 104 a. Rabbit 104 a delivers 812 the MMS with the updated header to Alice's service provider Giant 104 b, for example, according to an MMS architecture standard. Giant 104 b sends 814 the MMS Wireless Application Protocol (WAP) push notification to Alice 102 b. Alice 102 b retrieves 814 the MMS from Giant 104 b, for example, a MMS center.

FIG. 9 illustrates a sequence diagram of an exemplary text management module, according to one embodiment. A sender Alice 102 b sends 902 an MMS to Bob at Bob's phone number, and Alice's service provider Giant 104 b routes 904 the MMS to unified communication service 106, for example, over MM4 by using Service Provider ID (SPID) of unified communication service 106. Alice's MMS push notification may also be routed to unified communication service 106, for example, to the SMSC provided by the unified communication service 106 via SMPP. The unified communication service 106, for example, the text management module 214 identifies or classifies 906 the contact type of Alice, for example, as business or personal. The unified communication service 106 updates 908 the push notification according to the identified contact type. The unified communication service 106 routes 910 the updated MMS push notification to Rabbit 104 a, which routes 912 the updated MMS push notification to Bob 102 a at his phone. When Bob's phone is offline, Rabbit 104 a may try to deliver the updated MMS push notification to Bob for a predetermined time period, after which Rabbit 104 may notify the unified communication service 106 that delivering the MMS push notification to Bob has failed. Bob 102 a retrieves 912 the MMS from the unified communication service 106.

Referring back to FIG. 2, the billing management module 216 manages billing for various communication services provided to billing accounts. A billing account stored in the billing account store 220 may be associated with one or more user accounts stored in the user and contact store 204. For example, a corporate billing account may be associated with a corporate entity's account, which in turn is associated with multiple employee user accounts. The billing management module 216 tracks and monitors the usage of various communication services to devices associated with various user accounts and determines billing based on the monitored usage and a corresponding policy plan. For example, the billing management module 216 can track and monitor call usage, text usage, or data plan usage for the unified communication IDs, the device IDs, and the virtual device IDs. For example, for a user's phone linked to a work number associated with a virtual device ID or the unified communication ID and a personal number associated with the device ID, the billing management module 216 may track and monitor various (e.g., personal, business, domestic, international, roaming, etc.) usages for the work phone number and for the personal number and provide separate billings based on the monitored usage.

FIG. 10 illustrates a sequence diagram of an exemplary billing management module 216, according to one embodiment. Bob 102 a requests 1002 access to a social network on his phone, which is sent to his service provider Rabbit 104 a. Rabbit 104 a routes 1004 the IP packets to the unified communication service 106, which queries 1006 a billing policy that classifies social network activity as personal activity, and assigns 1007 this activity to personal billing. The unified communication service 106 processes 1008 traffic and routes the request to the social network 650. The social network 650 provides 1010 access and social network data to the unified communication service 106, which provides 1012 the social network data to Rabbit 104 a, which in turn provides 1014 the social network data to Bob 102 a.

The billing management module 216 enables a network administrator, employer account administrator, or the like to create one or more billing policies to govern a user's device usage and to route expenses related to such usage to the appropriate account (such as a work account paid for by an employer, or a personal account paid for by the user). In some embodiments, a billing policy can identify a contact group (such as “work contacts”) or a set of numbers associated with a work account such that calls to work-related numbers are paid for by the employer, while calls to other numbers are paid for by the user. Billing policies can also identify an amount of data a user can send and receive via a work account, such that an employer will pay for data up to the identified amount, and the user will pay for the remainder of data used (for instance, within a billing period). Billing policies can likewise identify a number of calling minutes and/or text messages that are covered by a work account (and thus paid for by an employer), such that call time or text messages over the identified thresholds are billed to a personal account (and thus paid for by the user).

Billing policies can also specify particular URLs or websites, and can route costs incurred with navigating to the specified URLs and websites to a particular account (such as a work account). Likewise, billing policies can blacklist particular URLs or websites, such that costs incurred with navigating to the blacklisted URLs and websites are prevented from being routed to a particular account (such as a work account) and are instead routed to a different account (such as a personal account). Billing policies can also specify other services/charges, and can specify a particular account which to route charges associated with the specified services/charges. Examples of such services/charges include roaming charges, map or navigation services, email services, text or SMS charges, app services or charges, and the like.

Referring back to FIG. 2, the privacy management module 218 manages privacy settings for various communication services. The privacy management module 218 may provide a user interface, via which a user may make various communications private to other users. For example, a user may make phone calls, text messages, web activities private such that the communications are secured, not recorded, and only accessible by the user. For example, a user's phone is linked to a work number associated with a virtual device ID or unified communication ID and a personal number associated with the device ID, and the user may classify all communications associated with the personal number as private and not subject to access by the user's employer. In such embodiments, even if a user's employer provides a billing policy that enables and pays for the user to access, for example, a social network, the user may instead select to keep such activity private, hiding access to the social network from the user, but requiring that the user pay for data charges associated with the access to the social network.

The home number management module 222 can enable multiple phones, such as phones belonging to members of a family, to share a phone number. The home phone number is in addition to a user's personal and work phone numbers. A user can register a home phone number with the unified communication service 106 via the user management module 202, which in turn can assign a second virtual device ID to a user's device, and can associate the home phone number with the second virtual device ID. The user can then, via the home number management module 222, associate the home phone number with devices of family members, which in turn are assigned virtual device IDs, which are then associated with the home phone number. In other words, the home number management module 222 enables multiple users to receive calls made to the same number, emulating the traditional family/household land line phone number.

The home number management module 222, in response to receiving a call to a home phone number of a group of users, can ring all phones sharing the home phone number. In some embodiments, when one user in the group of users answers the call, the phones of the other users in the group of users stop ringing. In some embodiments, when a user in the group of users answers the call, the user is prompted to either answer the call or divert the call to voicemail. In response to the user selecting to divert the call to voicemail, the phones of the other members of the group of users continue to ring until one user opts to answer the call. If all users in the group of users opt to divert the call to voicemail, or if no user opts to answer the call within a pre-designated amount of time, the call is routed to voicemail.

The home number management module 222, in response to the creation of a voicemail by a contact calling a home phone number, can store the voicemail in the voicemail inboxes of one or more users sharing the home phone number. For instance, the voicemail can be left in the voicemail inbox of the head of household or of the user that initially registered the home phone number; alternatively, every user sharing the home phone number can receive the voicemail in their inbox. In some embodiments, the home number management module 222 routes the voicemail to a shared voicemail inbox accessible to all users that share the home phone number. In such embodiments, if one user deletes the voicemail, the other users sharing the shared inbox can no longer access the voicemail.

In some embodiments, the home number management module 222 identifies calls to the home phone as home calls, enabling devices of users sharing the home phone number to ring using a ringtone, vibration pattern, or other notification dedicated to calls to the home phone number. The home number management module 222 can direct calls to the home phone number directly to the devices of the users associated with the home phone number, preventing (for example) a user's employer from intercepting or otherwise being notified about the calls.

The business integration module 224 may allow integration with business software or interfaces such as customer relationship management (CRM) systems. Business communication, as a result, can be accessed and tracked by the integrated systems. A user (e.g., a person or entity) may configure an account with a selected CRM system and application program interface (API) credentials to access the selected CRM system. The business integration module 224 may automatically integrate business communication (e.g., communication with a business CRM contact, lead, or account) into the selected CRM system. The business integration module 224 may 1) record that a call is made or received, and whether it is answered; 2) record calls made and store the recorded audio; 3) record calls made, transcribe the audio into text, store the text, and make the call text searchable and analyzable; 4) store text messages received and sent as individual events or as conversations within a given timespan; or 5) store voicemails received and optionally transcribe them.

The business integration module 224 may further provide a business software or system interface that allows a user to interact with business contacts using their mobile phone and/or mobile phone number, from the business software or system interface. The business integration module 224 may establish a communication connection with a user prior to contacting the user's business contact. For example, the business integration module 224 may call the user's cellphone number to establish a connection or to use a virtual version of their mobile phone as a web application (for instance, via webRTC) to communicate to the unified communication service 106. The business integration module 224 may then contact the user's business contact to establish a communication channel between the user and the user's business contact via the unified communications service 106. A user may continue a voice or text conversation from the interface, which may open up a window surfacing recent or all communications up to date with that business contact. In some embodiments, all communication with the business contact from all employees associated with an entity may be aggregated and presented to a user. The full extent of communications including conversations or messaging threads across the entity with a business contact may be presented to users that are associated with the entity and authorized to view such communications. As such, different users may communicate with a business contact via a shared number (e.g., a sales number or a customer support number).

Voicemail Sentiment Detection

Returning to FIG. 2, the voicemail management module 212 can scan received voicemails to identify a sentiment associated with the voicemail. As used herein, “sentiment” can refer to a mood, emotion, or intent of the calling party that left the voicemail, the character or emotion of the audio data of the voicemail itself, or the character or intent of the text in a text transcript of the voicemail. Any number of different types or categories of sentiment can be identified. Examples of sentiment types or categories include happiness, anger, anxiety, fear, sadness, curiosity, neutrality, excitement, and the like.

The voicemail management module 212 can identify a sentiment within a voicemail in a number of ways. For instance, the voicemail management 212 can identify keywords in a text transcript of the voicemail, and can identify a sentiment based on the identified keywords. For example, if words corresponding to a happy mood are used within a voicemail, the sentiment of the voicemail can be identified as “happy”. In some embodiments, the voicemail management module 212 compares words or terms in the text transcript of the voicemail to lists of words each corresponding to a particular sentiment. For instance, a first list of terms can be associated with a happiness sentiment, a second list of terms can be associated with an anger sentiment, and the like. In order to identify a sentiment associated with a voicemail, the voicemail management module 212 can compare the terms of the text transcript of the voicemail to each list, and can select the sentiment corresponding to the list with the most terms in common with the text transcript, with the highest ranked terms in common with the text transcript, or based on any suitable criteria.

The voicemail management module 212 can identify a sentiment of the voicemail based on vocal properties of the voicemail, such as a pitch of the voice in the voicemail, the volume of the voice, inflections of the voice, the cadence or tempo of the voice, variance or patterns in any of these factors, any other suitable vocal properties, or any combination thereof. For example, if a voice within a voicemail increases in pitch and cadence, the sentiment of the voicemail can be classified as “angry”. In some embodiments, the voicemail management module 212 can compare vocal properties of the voicemail with pre-determined vocal property patterns, each associated with a particular sentiment. For example, the voicemail management module 212 can identify the sentiment of a voicemail as “anxiety” in response to a pattern of vocal inflections within the voicemail exceeding a threshold measure of similarity to a pre-determined pattern of vocal inflections corresponding to the anxiety sentiment.

In some embodiments, the voicemail management module 212 determines a candidate score for a voicemail for each of a plurality of sentiments, and identifies the sentiment of the voicemail based on the highest candidate score. A candidate score corresponding to a sentiment can be determined based on a number and/or rank of words in the text transcript in common with a list of keywords or terms associated with the sentiment. Alternatively or in addition, a candidate score corresponding to a sentiment can be determined based on patterns of vocal properties associated with the sentiment. In some embodiments, candidate scores can additionally be determined based on historical sentiments associated with a caller corresponding to the voicemail, based on biographic or geographic characteristics of the caller, or based on any other suitable criteria.

In some embodiments, multiple sentiments can be identified for a voicemail. For instance, a voicemail can be identified as both “happy” and “excited”. In some embodiments, candidate scores can be determined for each of a plurality of sentiments, and the sentiments of the voicemail are identified as every sentiment associated with a candidate score above a threshold score or as a threshold number of sentiments associated with the highest scores. Accordingly, it should be noted that although reference is frequently made herein to one identified voicemail sentiment, any number of sentiments can be identified for a voicemail, and (as discussed below) any number of indications of sentiments can be presented to a user.

The voicemail management module 212 can identify a sentiment for an entire voicemail, or for each of a plurality of portions of a voicemail. For instance, an entire voicemail can be classified as “afraid”, or a first third of a voicemail can be classified as “neutral”, and the remaining two thirds of the voicemail can be classified as “afraid”. Upon identifying the sentiment of a voicemail, an indication of the identified sentiment can be stored in conjunction with the voicemail (for instance, in voicemail metadata), or can be stored separate from but in association with the voicemail (for instance, in a separate table). In the event that one or more sentiments are identified for one or more portions of a voicemail, indications of the identified sentiments can be stored in association with portions of the voicemail (for instance, in metadata associated with a portion of the voicemail), or separate from but in association with the voicemail (in such instances, the indication of each identified sentiment can be stored with an indication of a time range of the voicemail portion corresponding to the identified sentiment).

In some embodiments, for a mobile phone corresponding to a first number associated with a first contact group and a second number associated with a second contact group, the type of sentiment detection implemented can vary based on the number called by the calling party that leaves the voicemail. For instance, if a voicemail is left by a party calling a work number of a mobile phone, the sentiment of the voicemail can be detected by comparing keywords of a text transcript with lists of words corresponding to particular sentiments, and if the voicemail is left by a party calling a personal number of the mobile phone, the sentiment of the voicemail can be detected by determining a candidate score for each of a plurality of sentiments based on vocal properties of the voicemail. In some embodiments, a voicemail left by a caller calling a work phone number of a mobile phone can be identified as including one of a first set of sentiments, while a voicemail left by a caller calling a personal phone number of the mobile phone can be identified as including one of a second set of sentiments, where the first set of sentiments includes one or more sentiments not included in the second set of sentiments, or vice versa. In other words, if a voicemail is left by a caller calling a mobile phone's first number, a first type of sentiment detection can be performed, and if a voicemail is left by the caller calling the mobile phone's second number, a second type of sentiment detection can be performed.

It should be noted that although the detection of many different voicemail sentiments are described herein, in some embodiments, the detected sentiment is a score or measure on a scale form “positive sentiment” to “negative sentiment”. For instance, voicemails that are happy, excited, or enthusiastic can be scored as positive, and voicemails that are angry, sad, or pessimistic can be scored as negative. Voicemail sentiment scores on the positive/negative spectrum can range, for instance, from 0 (the most negative) to 100 (the most positive), or can be classified non-numerically (for instance, using the color red to indicate a negative voicemail, the color yellow to indicate a neutral voicemail, and the color green to indicate a positive voicemail).

In some embodiments, in addition to identifying sentiment in voicemails, a caller's intended purpose for leaving a voicemail can be identified based on content of the voicemail. For instance, the content of the voicemail can be analyzed as described herein, keywords or phrases corresponding to purpose can be identified, and the voicemail can be classified as associated with one or more candidate purposes (such as “scheduling an event”, “work-related”, “personal-related”, “email-related”, “asks a question”, “meeting”, “conference call”, “providing confirmation”, “canceling plans”, “changing plans”, “make reservations”, etc.) based on the identified keywords or phrases. In some embodiments, such candidate purposes are ranked, for instance using a score computed based on a strength of association with associated keywords or phrases, based on a frequency of such associated keywords or phrases within the voicemail, based on an identity of the calling party, and/or the like, and one or a threshold number of candidate purposes are selected based on the ranking. Secondary information related to the purpose of a voicemail can also be identified based on keywords or phrases within the voicemail, or based on information associated with the identified purpose of the voicemail but stored in external sources (such as a user's calendar, email inbox, personal documents, and the like). Examples of secondary information related to an identified voicemail purpose can include a time associated with the purpose (for instance, the time and date of an event), the location associated with the purpose (such as the location of a meeting), the identities of people associated with the purpose (such as meeting attendees), and the like.

In some embodiments, the voicemail can be analyzed to determine if a response or action is required, for instance based on the detection of keywords or phrases associated with actions (such as “can you call me back” or “can you let me know”), or based on a codeword set in advance by the user that a caller can speak in the voicemail (for instance, the word “puppy”) that will be identified as indicative of an expected response or action. In some embodiments, a caller can explicitly tag or mark a voicemail with keywords or phrases indicating sentiment, purpose, or required action using such codewords. Keywords and phrases at the beginning and end of a voicemail (for instance, within the first 10 or last 10 seconds of the voicemail) can be given greater weight when identifying the purpose of the voicemail or when identifying if an action or response is required. In some embodiments, detected purposes or expected responses can be displayed within the voicemail interface, within a text message or email sent to the user, and the like. For example, the text “Action Requested: call accountant back” or “Event: meeting on Jan. 9, 2016” can be displayed in conjunction with a visual representation of the voicemail.

The voicemail management module 212 can notify a user of a mobile device of the sentiment identified in a voicemail by providing the mobile device with an indication of the identified sentiment. For example, the voicemail management module 212 can provide the voicemail (for instance, in the form of an audio file) to the mobile device, and can include the indication of the identified sentiment within metadata of the voicemail. In embodiments where the voicemail management module 212 stores the voicemail at the intermediate server, the voicemail management module 212 can provide an indication of the voicemail and an indication of the sentiment of the voicemail to the mobile device, and the mobile device, in response to a request from a user to play the voicemail, can communicatively couple with the intermediate server for playback of the voicemail.

The mobile device can display an indication of the sentiment of a voicemail to a user of the mobile device. In some embodiments, the mobile device is configured to display a visual feed of voicemails, for instance using a native visual voicemail application corresponding to an operating system of the mobile device, or using a specialty voicemail application installed on the mobile device, for instance by a user of the mobile device. The visual feed of voicemails can display an indication of each voicemail received by the mobile device. The indications of each voicemail can be ordered within the feed, for instance based on how recent each voicemail was received, based on the calling party associated with each voicemail, based on the mobile device phone number associated with each voicemail (e.g., if the voicemail was left by a caller calling the mobile device's work number or personal number), based on a contact group associated with each voicemail, or based on any other suitable factor.

The voicemail management module 212 can modify the visual voicemail feed to indicate the sentiment identified within each voicemail. For instance, the voicemail management module 212 can modify each indication of a voicemail within the feed with text describing the identified sentiment associated with the voicemail, with an icon representative of the identified sentiment, with a text color or background color corresponding to the identified sentiment, or with any other suitable visual cue. In some embodiments, more than one sentiment is identified for a particular voicemail. In such instances, the voicemail management module 212 can modify the visual voicemail feed to indicate the primary identified sentiment or the candidate sentiment associated with a highest sentiment score, or to indicate a plurality of sentiments associated with a voicemail (for instance, every identified sentiment or candidate sentiments associated with an above-threshold sentiment score).

FIG. 11 illustrates a voicemail feed for a mobile phone with indications of identified sentiment displayed in conjunction with each voicemail, according to one embodiment. In the embodiment of FIG. 11, voicemail indicators 1100 a, 1100 b, 1100 c, 1100 d, and 1100 e are modified to include an icon representative of an identified sentiment within each voicemail. For instance, the voicemail indicator 1100 a is representative of a voicemail left by the contact “Bebe K.”, and includes the icon 1102 a (an angry face emoji) indicating that the identified sentiment associated with the voicemail is anger. Likewise, the indicator 1100 b includes an icon (a worried face emoji) indicating that the identified sentiment associated with the voicemail is anxiety, the indicators 1100 c and 1100 e include icons (happy face emoji) indicating that the identified sentiment associated with the voicemail is happiness, and the indicator 1100 d includes an icon (a sad face emoji) indicating that the identified sentiment associated with the voicemail is sadness.

It should be noted that in some embodiments, the voicemail management module 212 can modify a voicemail indicator to represent an identified sentiment associated with a voicemail based on the contact group or phone number of the mobile device associated with the voicemail. For instance, for voicemails left by callers calling the work number of the mobile device, the voicemail management module 212 can modify a voicemail indicator to include a background color representing an identified sentiment within a voicemail, and for voicemails left by callers calling the personal number of the mobile device, the voicemail management module 212 can modify a voicemail indicator to include an icon representing an identified sentiment within the voicemail. In some embodiments, voicemail indicators associated with a mobile device's work number can be modified using a first set of colors or a first set of icons representing identified sentiments, and voicemail indicators associated with a mobile device's personal number can be modified using a second set of colors or a second set of icons representative identified sentiments different from the first set of colors or first set of icons, respectively.

The voicemail management module 212 can also modify voicemail indicators within a voicemail feed to identify a contact group associated with the caller that left the voicemail, or to identify a number called by a caller that left the voicemail. For instance, for a caller associated with a work contact group, or for a caller that dialed a work number associated with the mobile device, the voicemail management module 212 can modify the corresponding voicemail indicator to represent the work contact group or the work phone number. Likewise, for a caller associated with a personal contact group, or for a caller that dialed a personal number associated with the mobile device, the voicemail management module 212 can modify the corresponding voicemail indicator to represent the personal contact group or the personal phone number. The voicemail indicator can be modified to represent a contact group or number called with text, an icon, a font, a background or text color, or any suitable visual indicator.

In the embodiment of FIG. 11, each indicator is modified with text describing the number called by each caller. For instance, for the indicator 1100 a, the text “(work)” is added to the indicator, indicating that the voicemail left by Bebe K. corresponds to a call made by Bebe K. to the work phone number of the mobile device. Likewise, for the indicator 1100 c, the text “(personal)” is added to the indicator, indicating that the voicemail left by Calvin J. corresponds to a call made by Calvin J. to the personal phone number of the mobile device.

It should also be noted that in some embodiments, the mobile device can provide an indication of the sentiment of a voicemail outside the context of a voicemail feed. For instance, the mobile device can display an indication of a voicemail sentiment in a notification or message that a user of the mobile device missed a call or has received a voicemail. In some embodiments, an indication of the sentiment of a voicemail can be provided to an application running on the mobile device, and the application can notify the user of the sentiment of the voicemail. In some embodiments, an indication of a voicemail sentiment is sent to the mobile device in the form of a text or SMS message. In some embodiments, the audio portion of the voicemail message itself is modified to include an audio notification of the sentiment of the voicemail, for instance for playback before the playback of the voicemail.

FIG. 12 illustrates a voicemail media player with indications of identified sentiment displayed in conjunction with each portion of a voicemail, according to one embodiment. In the media player interface 1200 of FIG. 12, a voicemail from Bebe K. is being played. Each of a plurality of portions of the voicemail are displayed in the interface 1200. For instance, a first portion 1202 a, a second portion 1202 b, and a third portion 1202 c are displayed in the interface 1200. An icon indicating a voicemail sentiment corresponding to each voicemail portion is displayed within the interface 1200, in conjunction with the corresponding voicemail portion. In the embodiment of FIG. 12, an icon indicating the identified sentiment corresponding to each voicemail portion is displayed above the voicemail portion. For example, a neutral icon is displayed above portion 1202 a, an angry icon is displayed above portion 1202 b, and a neutral icon is displayed above portion 1202 c. In some embodiments, a transcription of the voicemail is displayed within the media player interface 1200, and the text of the transcription can be adjusted (for instance, by color) as the media player plays the voicemail such that the text is highlighted as the corresponding portion of the voicemail is played.

FIG. 13 illustrates a process of identifying a sentiment within a voicemail and notifying a user of a mobile device of the identified sentiment, according to one embodiment. In the embodiment of FIG. 13, a call is received 1300 from a calling user associated with a first number associated with a mobile device or a second number associated with the mobile device. In such instances, the mobile device can be associated with both a work number of a user of the mobile device and a personal number of the user of the mobile device. A voicemail is received 1302 from the calling user.

The received voicemail is scanned 1304 to identify the sentiment of the voicemail based on the number associated with the received call (the number called by the calling user). For instance, if the number called was a work phone number, the sentiment of the voicemail can be identified according to a first method, and if the number called was a personal phone number, the sentiment of the voicemail can be identified according to a second method. A mobile phone voicemail feed is updated 1306 to include the received voicemail, and the voicemail feed is modified 1308 to display an indicator of the identified sentiment in conjunction with the display of the voicemail indicator itself. It should be noted that in some embodiments, a user can indicate if the indication of the identified sentiment (and/or purpose) displayed in conjunction with the voicemail is accurate, and can provide an alternative sentiment/purpose classification if desired. This feedback can be provided, for instance to the unified communication service 106, for use in training the sentiment/purpose classifiers for subsequent voicemails.

Upon reading this disclosure, those of skill in the art will appreciate still additional alternative designs for a unified communication interface providing various communication services. Thus, while particular embodiments and applications of the present disclosure have been illustrated and described, it is to be understood that the embodiments are not limited to the precise construction and components disclosed herein and that various modifications, changes and variations which will be apparent to those skilled in the art may be made in the arrangement, operation and details of the method and apparatus of the present disclosure disclosed herein without departing from the spirit and scope of the disclosure as defined in the appended claims. 

What is claimed is:
 1. A computer-implemented method for managing voicemail, comprising: receiving, at an intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, a voicemail message from a caller, the caller calling one of the first phone number or the second phone number; in response to receiving the voicemail, identifying, by the intermediate server, a sentiment of the voicemail based on the phone number called by the caller; providing, by the intermediate server, an indication of the received voicemail and an indication of the identified sentiment to the mobile phone, the mobile phone configured to display the indication of the received voicemail in conjunction with the indication of the identified sentiment; and in response to a request for the received voicemail from the mobile phone, providing, by the intermediate server, audio data of the received voicemail to the mobile phone.
 2. The method of claim 1, wherein the first phone number comprises a phone number corresponding to hardware of the mobile phone, and wherein the second phone number comprises a virtual phone number assigned to the mobile phone by the intermediate server.
 3. The method of claim 1, wherein identifying the sentiment of the voicemail comprises comparing terms in a text transcript of the voicemail to lists of terms each corresponding to a particular sentiment.
 4. The method of claim 3, wherein the identified sentiment comprises the sentiment corresponding to the list of terms with the most terms in common with the text transcript.
 5. The method of claim 3, wherein the identified sentiment comprises the one or more sentiments corresponding to lists of terms with an above-threshold number of terms in common with the text transcript.
 6. The method of claim 1, wherein the mobile phone is configured to display the indication of the received voicemail as an entry within a voicemail feed, each entry within the voicemail feed representative of a different voicemail, and wherein the mobile phone is configured to display the indication of the identified sentiment as an icon representative of the identified sentiment within the voicemail feed entry.
 7. The method of claim 1, wherein identifying the sentiment of the voicemail comprises identifying the sentiment using a first sentiment detection method in response to the phone number called by the caller comprising the first phone number, and using a second sentiment detection method in response to the phone number called by the caller comprising the second phone number, the first sentiment detection method different from the second sentiment detection method.
 8. A non-transitory computer-readable storage medium storing executable computer instructions for managing voicemail, the instructions, when executed by a hardware processor of an intermediate server, configured to perform steps comprising: receiving, at the intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, a voicemail message from a caller, the caller calling one of the first phone number or the second phone number; in response to receiving the voicemail, identifying, by the intermediate server, a sentiment of the voicemail based on the phone number called by the caller; providing, by the intermediate server, an indication of the received voicemail and an indication of the identified sentiment to the mobile phone, the mobile phone configured to display the indication of the received voicemail in conjunction with the indication of the identified sentiment; and in response to a request for the received voicemail from the mobile phone, providing, by the intermediate server, audio data of the received voicemail to the mobile phone.
 9. The non-transitory computer-readable storage medium of claim 8, wherein the first phone number comprises a phone number corresponding to hardware of the mobile phone, and wherein the second phone number comprises a virtual phone number assigned to the mobile phone by the intermediate server.
 10. The non-transitory computer-readable storage medium of claim 8, wherein identifying the sentiment of the voicemail comprises comparing terms in a text transcript of the voicemail to lists of terms each corresponding to a particular sentiment.
 11. The non-transitory computer-readable storage medium of claim 10, wherein the identified sentiment comprises the sentiment corresponding to the list of terms with the most terms in common with the text transcript.
 12. The non-transitory computer-readable storage medium of claim 10, wherein the identified sentiment comprises the one or more sentiments corresponding to lists of terms with an above-threshold number of terms in common with the text transcript.
 13. The non-transitory computer-readable storage medium of claim 8, wherein the mobile phone is configured to display the indication of the received voicemail as an entry within a voicemail feed, each entry within the voicemail feed representative of a different voicemail, and wherein the mobile phone is configured to display the indication of the identified sentiment as an icon representative of the identified sentiment within the voicemail feed entry.
 14. The non-transitory computer-readable storage medium of claim 8, wherein identifying the sentiment of the voicemail comprises identifying the sentiment using a first sentiment detection method in response to the phone number called by the caller comprising the first phone number, and using a second sentiment detection method in response to the phone number called by the caller comprising the second phone number, the first sentiment detection method different from the second sentiment detection method.
 15. A system for managing voicemail, comprising: an intermediate server communicatively coupled to a mobile phone associated with a first phone number corresponding to a first contact group and a second phone number corresponding to a second contact group, the intermediate server comprising one or more hardware processors configured to: receive a voicemail message from a caller, the caller calling one of the first phone number or the second phone number; in response to receiving the voicemail, identify a sentiment of the voicemail based on the phone number called by the caller; provide an indication of the received voicemail and an indication of the identified sentiment to the mobile phone, the mobile phone configured to display the indication of the received voicemail in conjunction with the indication of the identified sentiment; and in response to a request for the received voicemail from the mobile phone, provide audio data of the received voicemail to the mobile phone.
 16. The system of claim 15, wherein the first phone number comprises a phone number corresponding to hardware of the mobile phone, and wherein the second phone number comprises a virtual phone number assigned to the mobile phone by the intermediate server.
 17. The system of claim 15, wherein identifying the sentiment of the voicemail comprises comparing terms in a text transcript of the voicemail to lists of terms each corresponding to a particular sentiment.
 18. The system of claim 17, wherein the identified sentiment comprises the sentiment corresponding to the list of terms with the most terms in common with the text transcript.
 19. The system of claim 17, wherein the identified sentiment comprises the one or more sentiments corresponding to lists of terms with an above-threshold number of terms in common with the text transcript.
 20. The system of claim 15, wherein the mobile phone is configured to display the indication of the received voicemail as an entry within a voicemail feed, each entry within the voicemail feed representative of a different voicemail, and wherein the mobile phone is configured to display the indication of the identified sentiment as an icon representative of the identified sentiment within the voicemail feed entry.
 21. The system of claim 15, wherein identifying the sentiment of the voicemail comprises identifying the sentiment using a first sentiment detection method in response to the phone number called by the caller comprising the first phone number, and using a second sentiment detection method in response to the phone number called by the caller comprising the second phone number, the first sentiment detection method different from the second sentiment detection method. 